Aubrey Hales
Orem,United States
Summary
Professional with proven expertise in customer support, adept at resolving issues efficiently and enhancing client satisfaction. Strong collaborator who thrives as both a motivated self-starter and in team environments. Adapts readily to changing demands, and is skilled in communication, problem-solving, and using CRM software to deliver impactful results. Known for reliability and results-driven approach, ensuring high standards are consistently met.
Overview
26
26
years of professional experience
Work History
Customer Support Specialist
TaxHawk Inc.
01.2024 - Current
- Provided exceptional support to customers, resolving inquiries and issues efficiently through chat or email.
- Maintained thorough knowledge of TaxHawk software offerings to provide accurate technical information and specialized information to customers.
- Resolved customer complaints and questions with empathy and patience. This restored client confidence,and assisted in the growth of the company's self-preparation tax software.
- Researched and identified solutions to both complex tax situations and issues with software.
- Gained a vast variety of knowledge on issues related to individual tax policy and situations by researching the topic online and in company provided educational materials.
- Collaborated with team members to enhance customer service processes and streamline workflows.
Assistant Scorer
Pearson Education
05.2019 - 07.2025
- Assess and grade hundreds of essays written by students of all grade levels as part of year-end standardized testing.
- Evaluated and scored student assessments for accuracy and compliance with established guidelines.
- Ensured consistency in scoring by adhering to detailed rubrics and educational standards.
Editor
Peczuh Printing
12.2023 - 06.2024
- Copyeditor of the unpublished memoir When in Doubt, Choose Pink by Suzette K. Alger.
Academic Tutor
KP Study
10.2022 - 12.2022
- Responsible for consulting with academic writers of high school and college age
- Assist writers in learning the proper methods of academic writing by giving useful feedback.
- Contract Position
Instructional Assistant
All Goode Always Grading
02.2017 - 02.2022
- Assisted professors in grading all assignments and essays contained in a wide variety of simultaneous, asynchronous online courses.
- Constructed course structures and graded assignments using Canvas LMS
- Provided strong knowledge of course material for Introduction to College Writing, Introduction to Mythology, and Introduction to American Social Values.
- Implemented a streamlined system for evaluating and grading each assignment and essay using rubrics and other standard metrics.
- Provided students with detailed feedback with all assignments.
- Answered student messages through Canvas.
- Remote, United States
Testing Specialist
Salt Lake Community College
03.2008 - 06.2014
- Responsible for writing, editing, and proofreading official department materials, including the Policies and Procedures manual, website copy, official emails, and marketing documents such as brochures.
- Acted as proctor for students needing to take various exams, course examinations, professional certifications, CLEP exams, Accuplacer, GED, and many others.
- Increased overall revenue of the Testing Services Department by drawing in more students paying a twenty-dollar fee for testing.
- Supervisor of part-time staff in the department.
- Advised students on a wide range of topics related to higher education testing, including the implications of GED scores, Accuplacer Scores, CLEP examination scores, etc.
Adjunct English Professor
Salt Lake Community College
08.2009 - 05.2011
Freelance Writer
Streamline Studios
09.2008 - 11.2009
- Wrote various marketing materials including web copy and case studies.
- Continuously helped to write and edit Streamline's business plan.
Teaching Assistant / English
University of Northern Colorado
08.2005 - 05.2007
- Instructor for English 101, Introduction to College Writing.
- Instructor for English 102, Intermediate College Writing.
- Assisted students as a tutor in the University Writing Center.
- Provided students with clear and useful feedback for graded assignments.
- Taught proper essay format, the development of essay subjects, critical thinking, and conventions of writing for the academy based on departmental criteria.
Administrative Assistant / English Department
Utah Valley University
07.2004 - 07.2005
- Assisted students with questions and concerns regarding the English Department, courses, and requirements.
- Essential asset to the faculty and staff for scheduling, book orders, office maintenance, and fielding student walk-ins and phone calls.
Administrative Assistant / Concurrent Enrollment
Utah Valley University
09.2000 - 06.2003
- Assisted students registering for concurrent enrollment courses
Education
Master of the Arts Degree - English Language and Literature
University of Northern Colorado
01-2007
Bachelor of the Arts Degree - English Language and Literature
Utah Valley University
01-2003
Skills
- Research and Analysis
- Current and updated US tax standards
- MLA and APA Fluent
- Oral and Written Communication
- Customer Chat Tools
- Flexible
- Freelance Experience
- Customer Service
- Writing
- Editing
- Rubric Grading
- AI
- Canvas
- Word
- Power Point
- Google Workspace
Accomplishments
- VICE PRESIDENT'S LEADERSHIP ACADEMY DISTINGUISHED GRADUATE Salt Lake Community College May 2012
- TEACHING ASSISTANTSHIP University of Northern Colorado 2005-2007
- FULL TUITION SCHOLARSHIP Utah Valley University 1999-2003
Timeline
Customer Support Specialist
TaxHawk Inc.
01.2024 - Current
Editor
Peczuh Printing
12.2023 - 06.2024
Academic Tutor
KP Study
10.2022 - 12.2022
Assistant Scorer
Pearson Education
05.2019 - 07.2025
Instructional Assistant
All Goode Always Grading
02.2017 - 02.2022
Adjunct English Professor
Salt Lake Community College
08.2009 - 05.2011
Freelance Writer
Streamline Studios
09.2008 - 11.2009
Testing Specialist
Salt Lake Community College
03.2008 - 06.2014
Teaching Assistant / English
University of Northern Colorado
08.2005 - 05.2007
Administrative Assistant / English Department
Utah Valley University
07.2004 - 07.2005
Administrative Assistant / Concurrent Enrollment
Utah Valley University
09.2000 - 06.2003
Bachelor of the Arts Degree - English Language and Literature
Utah Valley University
Master of the Arts Degree - English Language and Literature
University of Northern Colorado